MB-910 Practice Test 10 — 10 Questions

Question 1

A sales manager wants to forecast revenue by analyzing historical opportunities and current pipeline. Which Dynamics 365 feature should they use?

Accepted Answer

Sales forecasting. Sales forecasting (Option B) is correct because Dynamics 365 Sales includes forecasting capabilities that analyze historical opportunities and current pipeline to predict revenue. Option A (Customer Insights) is for customer data unification and analytics, not forecasting. Option C (Power BI) is a separate reporting tool but not the native forecasting feature within Dynamics 365 Sales. Option D (Copilot) provides AI-powered assistance and suggestions, not direct forecasting.

Answer

Customer Insights

Answer

Power BI

Answer

Copilot

Question 2

Refer to the exhibit. You are setting up a journey in Dynamics 365 Customer Insights - Journeys. The journey is triggered by a custom event 'ButtonClicked' and targets the 'Active Users' segment. After publishing, the journey does not start. What is the most likely cause?

Accepted Answer

The segment query uses an invalid field name for the Contact entity.. A segment query referencing an invalid field name for the Contact entity will cause the segment to fail to resolve, preventing the journey from starting. In Dynamics 365 Customer Insights - Journeys, the journey engine validates the segment before launching; if the segment query contains a field that does not exist on the Contact entity, the segment cannot be evaluated, and the journey remains in a 'Draft' or 'Stopped' state.

Answer

The email template 'WelcomeEmail' does not exist.

Answer

The custom event requires authentication that is not configured.

Answer

The trigger event does not include a 'ContactId' field.

Question 3

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

Accepted Answer

The segment has not been evaluated after the contacts were created.. Segments in Dynamics 365 Marketing are static snapshots. They must be manually refreshed or scheduled to evaluate new or updated records. Even though contacts with City='Seattle' exist, the segment was not re-evaluated after those contacts were created, so the result remains empty. Option B is incorrect because the condition explicitly uses 'Equals', not 'Contains'. Option C is incorrect because the contacts are in the same instance; the issue is timing of evaluation. Option D is incorrect because 'City' is a standard text field, not a lookup, and can be used in segment conditions.

Answer

The segment condition uses 'Contains' instead of 'Equals'.

Answer

The contacts are stored in a different Dynamics 365 instance.

Answer

The city field is a lookup to another entity and cannot be used in segments.

Question 4

Which TWO of the following are core entities in Dynamics 365 Marketing?

Accepted Answer

Marketing List. Options A and E are correct. Marketing List and Lead are core entities in Dynamics 365 Marketing, used for managing target audiences and tracking potential customers. Option B (Quote) is a Sales entity, not Marketing. Option C (Invoice) is a Sales or Finance entity. Option D (Case) is a Customer Service entity. Therefore, only A and E belong to Marketing.

Answer

Quote

Answer

Invoice

Answer

Case

Question 5

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

Accepted Answer

Routing Rule. Routing Rules allow automatic categorization and assignment of cases based on conditions like product type. Option A is wrong because Knowledge Articles are for self-help, not categorization. Option B is wrong because Service Level Agreements (SLAs) track response times, not categorization. Option D is wrong because Entitlements define support coverage, not categorization.

Answer

Knowledge Article

Answer

Service Level Agreement (SLA)

Answer

Entitlement

Question 6

A Dynamics 365 Customer Service administrator needs to configure an intelligent routing system that automatically assigns cases based on skill and presence. Which THREE capabilities should be included? (Choose THREE.)

Accepted Answer

Skill-based matching rules. The correct answers are B, D, and E. Skill-based matching rules (B) assign cases based on agent expertise, presence integration with Teams (D) ensures only available agents receive work, and unified routing (E) routes items based on skills and availability. Option A (Lead score calculation) is for sales, not routing; option C (Copilot for Remote Assist) is for field service, not routing.

Answer

Lead score calculation

Answer

Copilot for Remote Assist

Question 7

You are the Dynamics 365 administrator for a healthcare provider that uses Customer Insights to manage patient profiles. The organization must comply with HIPAA regulations. Patient data is sourced from an electronic health record (EHR) system and from a patient portal. The EHR system is on-premises and sends data via a nightly batch file in CSV format. The patient portal sends data in real-time via API. You need to ensure that all patient data in Customer Insights is encrypted at rest and in transit. The platform already encrypts data at rest by default. However, you are concerned about the data in transit from the EHR system. What should you do?

Accepted Answer

Configure the EHR data source to use SFTP for file transfer.. SFTP (SSH File Transfer Protocol) encrypts the CSV file during transit, addressing the concern about data in transit from the on-premises EHR system. Since the EHR sends data via a nightly batch file, using SFTP ensures the file is encrypted over the network, complementing the platform's default encryption at rest. This aligns with HIPAA requirements for protecting ePHI during transmission.

Answer

Encrypt the CSV file before uploading.

Answer

Change the patient portal API to use batch uploads.

Answer

Enable double encryption at rest in Customer Insights.

Question 8

Fabrikam Inc. uses Dynamics 365 Customer Service and wants to provide a consistent service experience across email, chat, and voice channels. They have agents who specialize in different products. They want to set up a system where incoming cases are automatically categorized and routed to the appropriate agent team based on the product mentioned in the customer's message. Additionally, they want to use a bot to handle initial triage for chat and voice calls. The bot should collect basic information and then route to the correct team. They also need to ensure that all interactions are recorded and stored in the case timeline. You need to recommend a configuration. What should you do?

Accepted Answer

Implement Omnichannel for Customer Service with Copilot Studio and configure routing rules.. Omnichannel for Customer Service with Copilot Studio and routing rules allows you to set up bots for triage, automatic categorization, and skill-based routing. All interactions are recorded in the timeline. Option A is incorrect because Customer Service Insights is for analytics, not routing or bots. Option B is incorrect because Service Scheduling is for field service and agent availability, not for automatic routing. Option C is incorrect because Copilot for Service assists agents during interactions, but does not provide customer-facing bots or automatic routing.

Answer

Enable Customer Service Insights to analyze call data.

Answer

Use Service Scheduling to manage agent availability.

Answer

Use Copilot for Service to assist agents during interactions.

Question 9

Your company uses Dynamics 365 Marketing to send email campaigns. The marketing team created a customer journey that sends a welcome email to new contacts. The journey is live, but some contacts are not receiving the email. You check the journey and see that the contacts are in the target segment. The email has been approved. The journey's 'Send email' action shows no errors. However, the contacts have a 'Marketing Consent' field set to 'Do not allow'. What should you do to ensure these contacts receive the email?

Accepted Answer

Update the contacts' marketing consent to 'Allow' either individually or via a bulk update.. The correct approach is to update the contacts' marketing consent to 'Allow' because Dynamics 365 Marketing respects consent settings. Changing consent is the proper way to include these contacts. Option A is incorrect because recreating the journey does not ignore consent; the 'Ignore consent' option is not available in the journey builder. Option B is incorrect because removing contacts from the segment would bypass the journey; you want them included. Option C is incorrect because the email cannot be modified to not require consent; consent checking is enforced by the system.

Answer

Recreate the journey and set the 'Ignore consent' option.

Answer

Remove the contacts from the segment and add them to a static segment that bypasses consent.

Answer

Pause the journey, modify the email to not require consent, and restart.

Question 10

Fabrikam Inc. provides IT support services and uses Dynamics 365 Field Service. They have recently started using IoT devices to monitor their customers' servers. When a server temperature exceeds a threshold, an alert is sent to Fabrikam's Field Service system. Fabrikam wants to automatically create a work order for the alert and assign it to a technician with the necessary server skills. The technician should receive a notification on their mobile device. Which combination of features should Fabrikam use?

Accepted Answer

Connected Field Service to create work orders from IoT alerts, Resource Scheduling Optimization to auto-assign based on skills, and Field Service Mobile app for notifications.. Connected Field Service natively handles IoT alerts and automatically creates work orders. Resource Scheduling Optimization (RSO) can auto-assign those work orders to technicians with the required server skills. The Field Service Mobile app provides real-time push notifications to technicians. Option A is incorrect because manual assignment via the Schedule Board is not automated and email notifications lack the immediacy of mobile app notifications. Option B is incorrect because the Customer Portal is designed for customer self-service, not for internal technician assignment. Option C is incorrect because custom integration adds unnecessary complexity and manual assignment defeats automation.

Answer

Power Automate to create work orders from IoT alerts, manual assignment via Schedule Board, and email notifications.

Answer

Connected Field Service to create work orders, Customer Portal for assignment, and Field Service Mobile app for notifications.

Answer

A custom integration to create work orders, manual assignment, and text messages.